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Resource Planning Manager Job Description [Call Centre]
The Resource Planning Manager will proactively manage the Workforce Management solution ensuring effective resource planning, implementation and use across the call centres
1.2.1 The Resource Planning Manager will monitor and report on real time call answering performance within the Contact Centres relative to real time adherence to the resource plan.
1.3 To provide Workforce Management support and reports against current and future service demand to the Senior Management Team.
2.5 Liaise with the Data Analyst team developing Workforce Management reporting as required for Senior Management, Operational Management and staff.
2.6 Provide Management Information reports on all aspects of Workforce Management Software to all Line and Senior Management.
2.7 Provide support and resource forecasting for impact on Service Delivery in response to campaigns, promotions and health alerts. Utilise knowledge, experience and information from all parts of the organisation incorporating the demand into resource scheduling.
2.8 Recommend overall allocation of off phone activity in partnership with Line and Senior Managers utilising performance and shrinkage analysis.
2.9 In partnership with Operational Managers and staff ensure that training, knowledge and awareness of the workforce management software is to a high standard ensuring best practice across all staff groups, staff levels and business units.
2.10 Proactively develop partnership relationships with internal users anticipating and providing solutions to user needs.
2.11 Act as technical adviser and primary support to call centre staff and managers in utilisation, software use and reporting.
2.12 Provide analysis, support and reporting to the Health Information Manager of utilisation of Workforce Management activity in conjunction with strategic direction of Health Information function.
• Educated to degree level
• Advanced Excel and Access
• At least 3 years experience of a planning/analytical role within a call centre environment.
• Experience of using a WFM tool
• Ability to demonstrate results, which reflect both quality delivery as well as ability to plan for and accommodate high and sometimes inconsistent volumes of calls.
• Good understanding of call centre statistics and systems
• Excellent analytical and statistical skills and experience
• Understanding of a virtual Contact Centre operation
• Excellent communication skills
• Experience of man management and the ability to handle conflict effectively with all levels within the business.
• Able to work independently or as part of a team
• Ability to prioritise and meet, or re-negotiate deadlines
• Information seeking
• Ability to provide first class scheduling and forecasting strategies
• Excellent organisational and communication skills
Manage and assist the Resource Planning Coordinator in the forecasting of call volumes, all staff group schedule production and operational optimisation. Use forecasting tools to develop projected future call volumes for intra-day, daily, weekly, monthly and annual trends.
2.2 Optimise Workforce Management software planning and use to achieve organisational Performance Objectives.
2.3 Manage and develop the Workforce Management technology ensuring full use of system is exploited and company benefits from the solution, and works towards achieving Performance Framework targets.
Carry out strategic resource planning tasks (mid and long term planning, shrinkage analysis, capacity planning, business improvement through resource planning changes, long range leave planning, recruitment forecasting, “what if” scenario modelling) utilising the Workforce Management software to its full extent.